SurveyMonkey for Salesforce

Connecting the Integration

Connecting to Salesforce is a quick process that your customer success manager will take you through. You can also connect to a Sandbox instance.

If you're installing packages for SurveyMonkey's custom response object, the Salesforce account you connect to needs permission to access Leads, Contact, Opportunity, Case, and Account objects.

Connecting a Survey

If you’re connecting a survey that’s already collected responses, those responses you collected before you set up the integration won’t populate in Salesforce. But all the responses you collect before and after you set up the integration are recorded in the Analyze Results section of SurveyMonkey.

To connect a survey to Salesforce:

1. Click Connect Survey and select the survey you want to connect.
2. If you're using SurveyMonkey's custom response object, select when you'd like to send responses to Salesforce by choosing one of the syncing options.
3. Click Add Object Mapping and select a mapping action and which object you want to update or create.
4. Your Query Mapping determines how the integration finds existing objects. If you're using Salesforce or SurveyMonkey to send your survey, you don't need to touch this setting. If you're sending in another way, read more about Query Mappings.
5. Add a field mapping by clicking Add Field Mapping in the Survey Field Mappings table and choose how a survey field maps to an object field. You can also set a default value to pass if the survey field isn't filled out by clicking W.
6. Continue to add field mappings until you've mapped each survey field you need to pass to the object.
7. (Optional) If you want to map a static value to your Salesforce object each time a response comes in, click Add Hidden Mapping in the Hidden Field Mappings table. Enter your value and select which field to map it to. You can add as many hidden mappings as needed.
8. When you've finished mapping, click Save Object.
9. If you want to connect your survey to another Salesforce object, click Add Object Mapping. You can map to as many objects as you need.
10. When you've finished mapping, choose a Deployment Option.

Feature Overview and Glossary

You’ll work one-on-one with your customer success manager to understand your specific use case and connect your account, and after everything’s set up, we’ll be around to make sure your data is syncing successfully and meeting your needs.

Here’s a high-level overview of which integration features you’ll need for different use cases. If your use case is a bit different, don’t worry! Your dedicated customer success manager can help you figure out what you need.

Sync to SurveyMonkey's Response Object

After you select a survey to connect, you’ll see two sync options.

With either setting, if a question is not answered, no object is created for it. For Matrix questions, a new object is created for each row that’s answered.

If you only need to use survey fields to create or update fields on an existing Salesforce object, you don't need to use either of these options. Survey response data will always be available in SurveyMonkey, where you can use our Analyze features, create custom reports, and export it in various formats.

Mapping Actions

If you're creating or updating existing objects in Salesforce, or you want to associate the SurveyMonkey custom response object with another object in Salesforce, you'll need to select a Mapping Action.

If you're only using the integration to create a custom SurveyMonkey object for your responses in Salesforce, you don't need to select a mapping action.

Query Mappings

Query Mappings tell the integration how to find existing objects. You'll use this if you've selected a mapping action that involves updating objects.

If you’re sending your survey via Salesforce or SurveyMonkey...

If you're using Salesforce or SurveyMonkey to send out your survey, keep the Survey Field, New Custom Variable mapped to the Object's id. This creates a custom variable for your survey and gives it Salesforce's naming convention. Then, when the integration creates your survey's Web Link or Email Invitation Collector trigger link, it’ll contain information needed to link your responses to your objects.

If you’re sending your survey another way...

If you're distributing your survey another way, like in a custom web page you've built, you'll need to map a survey field to another field in Salesforce that'll let the integration look up your object by that field to figure out which one to update. For example, if you want to use an email address, select the SurveyMonkey question that collects an email address and map it to the Salesforce object field that stores it.

Whatever you choose should be unique, if you have multiple leads with the same email address, you can to map a second value to look leads up by. This way you can create a unique combination. Add more mappings to your lookup by clicking Add Field Mapping. If the integration comes up with more than one lead that matches your Query Mapping criteria, it'll log it in your Error Log.

Field Mapping

Field mapping lets the integration use survey response fields to write to object fields. The Field Mappings table lets you map how the integration will sync the answers or metadata from your survey to object fields in Salesforce. You can map each response field to one or more objects in Salesforce.

When you're mapping fields, remember the following:

• The data type of the fields must match, so a date field in Salesforce should match a Date/Time question in SurveyMonkey, and an email field in Salesforce should match a Single Text Box question asking for an email address in SurveyMonkey.
• If you turned on the option to overwrite existing data, a respondent that doesn’t answer a mapped question could result in data loss. You can avoid this by making mapped questions required or by setting a default value for the mapping.
• You can make a question required directly from the mapping page by clicking ! next to the mapping.
• You can set a default value to pass if an question isn't answered by clicking W to the right of the mapped value.
• Not all survey questions need to be mapped to a field. The responses to unmapped questions are available in SurveyMonkey, and if you're using the option to sync all responses or partial responses to SurveyMonkey's response object, the response will be available as a custom object in your Salesforce instance too.
• You can map the same survey field to as many objects as you'd like. Once you save your mapping for one object, you'll be given the option to set another Mapping Action and begin field mapping for another object.
• If there's a problem with your mapping, a ! displays next to it. Hover over the icon to see more details and troubleshoot the problem.

Hidden Mapping

Hidden mappings pass static values to an object's field each time a survey response comes in. For example, send a value describing or coding your survey's audience to a field on a contact object.

Deployment Options

We offer two ways to send your survey. You can send your survey to respondents using a Web Link that you paste into a Salesforce-distributed email. Or send up to 20,000 emails per day through SurveyMonkey's email system using an Email Invitation.

Web Link

The Salesforce Web Link collector has the pretty much the same behavior and settings as SurveyMonkey's normal Web Link. However, the Salesforce Web Link contains special code on the end of it that links your survey response to the Salesforce objects you've mapped it to.

When you email your survey through Salesforce, the code after the ? in the above link tells Salesforce to look up the contact up by their unique id. Each time the survey is sent, Salesforce replaces {!Contact.Id} with the actual ID associated with that contact.

Email Invitation

A Salesforce Email Invitation uses SurveyMonkey's mailer to distribute surveys. This method generates a unique callback Trigger URL to use in a Salesforce workflow rule with an outbound email action. Surveymonkey sends an Email Invitation with your survey's link in it each time we receive an outbound message.

To generate a Trigger URL for your outbound message action:

1. Select a new or existing Email Invitation collector.
2. (Optional) Select a pre-existing custom message by clicking Customize Message and selecting the survey, collector, and then the message you want to use.
3. Select the object your workflow rule is monitoring and then map which field stores the email address your survey should go to.
4. Click Save Mapping.

Managing Connected Surveys

You can view and manage your connected surveys from the main page of the integration. They're listed in an easy-to-read table.